Director of Global Technical Operations

Montreal - Canada

Monthly Salary: Not Disclosed

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

About Us

Xsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA companies partner with Xsolla to help them fund distribute market and monetize their games. Grounded in the belief in the future of video games Xsolla is resolute in the mission to bring opportunities together and continually make new resources available to creators. Headquartered and incorporated in Los Angeles California Xsolla operates as the merchant of record and has helped over 1500 game developers to reach more players and grow their businesses around the world. With more paths to profits and ways to win developers have all the things needed to enjoy the game.

For more information visitLaunch monetize and scale with Xsolla tools and services.

Key Responsibilities:

Operational Leadership

Lead and scale the Operations organization overseeing service delivery platformreliability and 24/7 monitoring functions.

Develop and optimize operational processes and governance frameworks that driveconsistency efficiency and scalability.

Partner with Engineering Product and Infrastructure teams to ensure seamless platformoperations and readiness for new releases.

Define and track key operational metrics (uptime latency incident frequency andresolution times).

Customer & Partner Experience

Champion a customer-first culture within Operations ensuring all processes enhancethe experience of developers publishers and players

Collaborate with Customer Success and Support to resolve systemic issues and improveresponsiveness and transparency.

Translate operational insights into actionable improvements for customer experience.

Drive proactive communication during platform incidents and service changes.

Security & Compliance Collaboration

Partner closely with the Security organization to manage and support security-relatedevents incidents and investigations.

Ensure operational readiness and documentation for responding to security alerts andthreats.

Participate in post-incident reviews and implement process improvements based onfindings.

Collaborate with Security and Compliance teams to align with global standards andcertifications (SOC 2 ISO 27001 GDPR PCI-DSS).

Support audit processes and contribute to maintaining a strong security posture acrossall operational systems.

Process Optimization & Tooling

Lead automation monitoring and observability initiatives to improve efficiency andresponse time.

Evaluate and implement operational tools (e.g. Datadog Grafana PagerDuty Jira) tostreamline workflows.

Build and maintain operational runbooks playbooks and documentation for key systemsand processes.

Continuously assess operational bottlenecks and introduce data-driven processimprovements.

Leadership & Strategy

Build and mentor a high-performing operations team fostering a culture of ownershiptransparency and continuous improvement.

Partner with executive leadership to align operational priorities with company objectives.

Manage vendor relationships operational budgets and service-level agreements(SLAs).

Provide clear visibility into operational health risk areas and customer impact metrics.

Qualifications:

Experience

10 years in Operations Service Delivery or Platform Management within SaaSpayments or gaming environments.

5 years in senior leadership roles managing global or cross-functional teams.

Proven track record in improving operational efficiency reliability and customersatisfaction.

Experience collaborating with Security and Compliance teams during incident responseand audit processes.

Strong understanding of cloud infrastructure (AWS GCP or Azure) and distributedsystems.

Skills

Deep knowledge of operational frameworks monitoring and incident management bestpractices.

Strong communication and leadership skills with the ability to align cross-functionalteams.

Customer-centric approach with strong analytical and data-driven decision-making.

Proficiency with modern observability and workflow tools (e.g. Datadog GrafanaSplunk Jira ServiceNow).

Ability to thrive in a fast-paced growth-oriented environment.

Education

Bachelors or Masters degree in Computer Science Engineering or a related field.

Relevant certifications (ITIL PMP or SRE) are a plus.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Director

About UsXsolla is a global commerce company with robust tools and services to help developers solve the inherent challenges of the video game industry. From indie to AAA companies partner with Xsolla to help them fund distribute market and monetize their games. Grounded in the belief in the future o...